1. CHAPTER 6 CRAFTING MESSAGES FOR ELECTRONIC MEDIA

2. Multiple choice
Appropriate media for routine, internal communication include
instant messaging. .
letters.
both a and b
One key reason is being replaced by instant messaging, blogging, and wikis is that:
These other media provide better support for real-time collaboration.
Few companies use anymore.
is not available on mobile phones and other handheld devices.
Top executives don’t have addresses.

3. Multiple choice
Appropriate media for routine, internal communication include
instant messaging. .
letters.
both a and b
ANSWER: d. For routine, internal communication use instant messaging and . Letters are for more formal, external communication.
DIFFICULTY: moderate; PAGE: 116; OBJECTIVE: 1; TYPE: concept; AACSB: Communication
One key reason is being replaced by instant messaging, blogging, and wikis is that:
These other media provide better support for real-time collaboration.
Few companies use anymore.
is not available on mobile phones and other handheld devices.
Top executives don’t have addresses.
ANSWER: a. Instant messaging, blogging, and wikis provide better support for real-time collaboration than can provide.
DIFFICULTY: moderate; PAGE: 116; OBJECTIVE: 1; TYPE: concept; AACSB: Communication, Technology

4. True/False
_____ is now a primary communication medium for most companies.
_____ Social media such as YouTube are not useful in business.
_____ Printed messages are the still the most formal media for business communication.

5. True/False
_____ is now a primary communication medium for most companies.
ANSWER: True. is now a primary communication medium for most companies.
DIFFICULTY: moderate; PAGE: 116; OBJECTIVE: 2; TYPE: concept; AACSB: Communication, Technology
_____ Social media such as YouTube are not useful in business.
ANSWER: False. The wide reach and interactivity of such media are changing the very nature of business communication.
DIFFICULTY: easy; PAGE: 117; OBJECTIVE: 1; TYPE: concept; AACSB: Communication, Technology
_____ Printed messages are the still the most formal media for business communication.
ANSWER: True. Printed messages are still best when you want to make a formal impression.
DIFFICULTY: easy; PAGE: 117; OBJECTIVE: 1; TYPE: concept; AACSB: Communication

6. Fill-in the Blank
For many companies, ______ has been replaced by instant messaging, blogging, wikis, and other tools.
A ______ is the online equivalent of recorded audio or video broadcasts.
______ refers to all the efforts companies are making to keep clean and safe—from spam blocking and virus protection to content filtering.

7. Fill-in the Blank
For many companies, ______ has been replaced by instant messaging, blogging, wikis, and other tools.
ANSWER:
DIFFICULTY: easy; PAGE: 116; OBJECTIVE: 1; TYPE: concept; AACSB: Communication, Technology
A ______ is the online equivalent of recorded audio or video broadcasts.
ANSWER: Podcast
DIFFICULTY: moderate; PAGE: 117; OBJECTIVE: 5; TYPE: concept; AACSB: Communication, Technology
______ refers to all the efforts companies are making to keep clean and safe—from spam blocking and virus protection to content filtering.
ANSWER: Hygiene
DIFFICULTY: moderate; PAGE: 118; OBJECTIVE: 2; TYPE: concept; AACSB: Communication, Technology

8. Short Answer/ Essay
List at least five media that are popular for sending short business messages.
ANSWER: Popular media for sending short business messages include: 1) , 2) Instant messaging (IM), 3) Text messaging, 4) Blogs, 5) Podcasts, and 6) Wikis.
DIFFICULTY: moderate; PAGES: 116–117; OBJECTIVE: 1; TYPE: concept; AACSB: Communication, Technology
Give three reasons to send a hard copy of a business message instead of using an electronic medium.
ANSWER: Reasons for sending a printed message include: 1) When you want to make a formal impression, 2) When you want to stand out from the flood of electronic messages your audience receives, and 3) When you are legally required to provide information in printed form.
DIFFICULTY: moderate; PAGE: 117; OBJECTIVE: 1; TYPE: concept; AACSB: Communication, Technology

9. CHAPTER 7
WRITING ROUTINE AND POSITIVE MESSAGES

10. The completing step includes
Finding out what readers need to know and having all of the relevant information is part of the ______ step of the writing process.
completing
organizing
writing
planning
The completing step includes
organizing your message.
revising your message.
considering the customs of your audience.
all of the above.

11. ANSWER: d. These actions are part of the planning step.
Finding out what readers need to know and having all of the relevant information is part of the ______ step of the writing process.
completing
organizing
writing
planning
ANSWER: d. These actions are part of the planning step.
DIFFICULTY: moderate; PAGE: 143; OBJECTIVE: 1; TYPE: concept; AACSB: Communication
The completing step includes
organizing your message.
revising your message.
considering the customs of your audience.
all of the above.
ANSWER: b. Revising is part of the completing step. The other two are part of the writing step.

12. True/False
_____ Planning your message includes analyzing the situation and selecting an appropriate medium.
_____When you make a routine request, you should anticipate that your audience will comply.
_____ For routine requests you should use an indirect approach.

13. True/False
_____ Planning your message includes analyzing the situation and selecting an appropriate medium.
ANSWER: True. These are important parts of the planning step.
DIFFICULTY: easy; PAGE: 143; OBJECTIVE: 1; TYPE: concept; AACSB: Communication
_____When you make a routine request, you should anticipate that your audience will comply.
ANSWER: True. This is communication that is part of the normal course of business.
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE: concept; AACSB: Communication
_____ For routine requests you should use an indirect approach.
ANSWER: False. Use a direct approach for routine requests.

14. True/False
_____ Planning your message includes analyzing the situation and selecting an appropriate medium.
_____When you make a routine request, you should anticipate that your audience will comply.
_____ For routine requests you should use an indirect approach.

15. True/False
_____ Planning your message includes analyzing the situation and selecting an appropriate medium.
ANSWER: True. These are important parts of the planning step.
DIFFICULTY: easy; PAGE: 143; OBJECTIVE: 1; TYPE: concept; AACSB: Communication
_____When you make a routine request, you should anticipate that your audience will comply.
ANSWER: True. This is communication that is part of the normal course of business.
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE: concept; AACSB: Communication
_____ For routine requests you should use an indirect approach.
ANSWER: False. Use a direct approach for routine requests.

16. Fill-in the Blank
The three-step writing process for routine messages includes ______, ______, and ______.
Adapting to your audience and maintaining a “you” attitude is part of the ______ step of the writing process for routine messages.
When making a routine request, you should use a/an ______ approach and open with a statement of your request.

17. Fill-in the Blank
The three-step writing process for routine messages includes ______, ______, and ______.
ANSWER: Planning; writing; completing
DIFFICULTY: moderate; PAGE: 143; OBJECTIVE: 1; TYPE: concept; AACSB: Communication
Adapting to your audience and maintaining a “you” attitude is part of the ______ step of the writing process for routine messages.
ANSWER: Writing
When making a routine request, you should use a/an ______ approach and open with a statement of your request.
ANSWER: Direct
DIFFICULTY: easy; PAGE: 144; OBJECTIVE: 2; TYPE: concept; AACSB: Communication

18. Short Answer/Essay
List three guidelines to follow for the opening of a routine request.
ANSWER:
place your request first
pay attention to tone
assume your audience will comply
be specific
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE: concept; AACSB: Communication
List the guidelines to follow if you need to ask questions in the body of a routine request.
ask the most important questions first
ask only relevant questions
deal with only one topic per question

19. List the elements that should be included in an effective closing for a routine request.
ANSWER:
request a specific action
provide contact information
express appreciation or goodwill
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE: concept; AACSB: Communication
Describe the three-step strategy for sending routine replies and positive messages.
ANSWER: (1) Use a direct approach. Start with the main idea. (2) Use the body to provide necessary details and explanation. 3) Finally, close cordially, perhaps highlighting a benefit to the audience.
DIFFICULTY: moderate; PAGES: 148–150; OBJECTIVE: 4; TYPE: concept; AACSB: Communication